Dr Amanda Patterson, Comtech Services
March 15, 2025
Managing up is an essential skill that technical communicators must master to ensure their contributions are recognized, their work is supported, and their teams are set up for success. In a recent CIDM roundtable, members shared their experiences, challenges, and strategies for managing up effectively within their organizations. The discussion highlighted the importance of advocacy, education, and strategic alignment in gaining managerial support and influence.
The Importance of Advocacy in Managing Up
One of the most common themes in the discussion was the significant difference that managerial advocacy makes in the effectiveness of technical communicators. Members shared how their ability to push projects forward and implement improvements depended heavily on whether their managers understood and championed their work.
Several members noted that when their direct managers lacked an understanding of technical communication, it became difficult to secure necessary resources. Conversely, those with managers who actively advocated for their work reported increased efficiency and smoother workflows. One member described a shift in leadership that resulted in their new manager taking a more proactive role in engaging upper management, ultimately leading to improved processes and greater support for the documentation team.
Educating Leadership on the Role of Technical Communicators
A recurring challenge highlighted in the discussion was the need to educate leadership about the value of technical communication. Many technical writers report to managers who have little to no background in content creation. In such cases, technical communicators must take on the role of educators, helping their leaders understand what they do and why it matters.
Members shared various approaches to this challenge, including:
- Aligning documentation goals with business objectives, such as reducing customer support inquiries or improving user experience
- Demonstrating the impact of technical content by collecting and presenting relevant metrics
- Framing technical communication as a strategic function that supports product success rather than just an operational necessity
One member noted that even within organizations where documentation professionals report to content-related leadership, there is often a gap in understanding between marketing-oriented communication and technical writing. This distinction must be clarified to ensure proper support and prioritization of technical documentation.
Leveraging Metrics to Build Influence
Data-driven decision-making is a critical component of managing up. Participants emphasized that having concrete metrics to demonstrate the value of technical communication efforts helps gain credibility with leadership. Some of the key metrics discussed included:
- Support ticket deflection rates due to effective documentation
- User engagement with online help content
- Time spent on documentation pages
- Content accuracy and usability feedback
One organization went so far as to invest in building an automated metrics dashboard to collect and analyze data from multiple sources. This initiative allowed them to demonstrate clear connections between documentation quality and business outcomes, making it easier to justify resource allocation.
However, several members acknowledged that not every team has access to robust data analytics. In such cases, they recommended aligning technical communication initiatives with broader enterprise strategies and presenting qualitative insights that highlight documentation’s impact on product adoption and customer satisfaction.
Navigating Organizational Barriers
The discussion also addressed structural challenges that can hinder effective communication and collaboration. In many cases, technical writers do not have direct authority over the teams they rely on for information. This can create bottlenecks when SMEs or product teams fail to prioritize documentation needs.
Strategies for overcoming these barriers included:
- Developing strong relationships with key stakeholders across departments
- Identifying a single advocate within leadership who can help push initiatives forward
- Demonstrating how documentation supports the broader goals of engineering, product management, and customer support teams
One member shared an example of how their organization addressed this issue by organizing a multi-level discussion on content processes. This initiative led to a Kaizen event aimed at optimizing their documentation review and approval workflows. By involving upper management and key stakeholders in the discussion, they were able to enact meaningful process improvements.
The Role of GenAI in Technical Communication
A significant portion of the roundtable discussion revolved around the impact of generative artificial intelligence (GenAI) on technical communication. Many professionals expressed concerns about unrealistic expectations from leadership, with some organizations questioning whether GenAI could replace technical writers altogether.
Members noted that while GenAI tools can assist with drafting content, they lack the ability to extract critical domain knowledge from SMEs, validate technical accuracy, and ensure contextual appropriateness. AI-generated documentation still requires expert review and refinement.
One company took a proactive approach by integrating AI-assisted documentation review processes. They partnered with their AI/machine learning engineering team to ensure that AI-generated content was vetted by human writers before being published. This collaboration highlighted the importance of positioning technical communicators as key stakeholders in AI-driven initiatives rather than as potential redundancies.
Expanding the Influence of Technical Communicators
Beyond managing up, technical communicators can extend their influence by actively participating in cross-functional initiatives. Actionable tactics include:
- Getting involved in product development discussions early to ensure documentation needs are considered from the outset
- Offering expertise in UX writing and content strategy to broaden the impact of technical communication efforts
- Acting as customer advocates by bringing user feedback into the development cycle
One member noted that their organization had begun leveraging technical communicators’ expertise in structuring and categorizing content for AI-driven help systems. By positioning themselves as content strategists rather than just documentation specialists, they were able to increase their visibility and influence within the company.
Conclusion: A Proactive Approach to Managing Up
Managing up is an ongoing effort that requires strategic thinking, advocacy, and adaptability. By educating leadership, leveraging data, building cross-functional relationships, and embracing new technologies, technical communicators can secure the support they need to be effective in their roles.
The key takeaway from the roundtable discussion was that managing up is not just about making leadership aware of documentation challenges—it’s about framing technical communication as an integral part of business success. As the industry continues to evolve, those who master this skill will be well-positioned to drive innovation and elevate the role of technical communicators within their organizations.